IT Operations Supervisor

Xerox Corporation is a $22 billion leading global enterprise for business process and document management. Through its broad portfolio of technology and services, Xerox provides the essential back-office support that clears the way for clients to focus on what they do best: their real business. Headquartered in Norwalk, Conn., Xerox provides leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Through ACS, A Xerox Company, which Xerox acquired in February 2010, Xerox also offers extensive business process outsourcing and IT outsourcing services, including data processing, HR benefits management, finance support, and customer relationship management services for commercial and government organizations worldwide. The 130,000 people of Xerox serve clients in more than 160 countries.

Functional Description: The Technical Help Desk Supervisor primary duties are as follows: • Supervises and coordinates activities of help desk personnel engaged in assisting our internal/external customers with hardware and software issues, fielding telephone calls and e-mail messages from customers seeking guidance on technical problems, diagnosing nature of problems, and assisting customers through problem solving steps • Oversee and develop the Level 1 Technical Help Desk along with your counterpart • Oversees the delivery of day-to-day technical helpdesk efforts including receipt, prioritization, documentation and resolution of information systems products and services • Will recruit, hire, train staff, evaluate employee performance, and recommend or initiate promotions, transfers, and disciplinary action. • Be willing and able to work with all different levels of management to identify and resolve problems quickly and efficiently. • Be the voice of our L1 Help Desk and provide superior service to our customers. • Manage on-boarding process; including id creation and access requirements as well as training and make recommendations based on feedback from shift leads on additional development activities needed for new employees • Provide and create data for our knowledgebase. • Help identify and improve first contact resolution. Analyze contact data and create methods to continue to improve support. • Participate and help prepare the quarterly performance reviews. Track employee performance, documenting each session with the employee and putting in the employee folder for follow-up and to include as part of their reviews. • Ensure proper shift coverage through management of vacations and sick time and request additional resources as needed. • Oversees the varied processes within the technical helpdesk including but not limited to; incident management, service request management, and situation/crisis management • Responsible for diagnosing, troubleshooting, and resolving information systems problems to minimize down time of applications • Assists in the implementation of training priorities for technical helpdesk employees • May write or revise user-training manuals and procedures. May develop training materials, such as exercises and process documentation • Other duties as assigned Education and Typical Years Experience • Bachelors Degree in a related technical discipline plus 5 years experience supporting help desk operations, or the equivalent combination of education, technical certifications or training, or work experience. • Is required to be adept in activities of employees supervised so as to recognize, identify, diagnose, and isolate problems with computer hardware and software • Experience with customer service and the ability to deal with upset individuals • Strong communication skills and experience with conflict resolution. Understanding of how to coach and lead individuals. Ability to work in high stress area. Ability to supervise unseasoned employees • Experience with EPPIC and/or high volume on-line transaction processing environments, not required but nice to have • Self Motivated, ability to work under stress and ability to adapt to changes • Will participate in special projects as required • Desire to exceed customer expectations, desire to advance in one's career, strong commitment to program goals and deliverables • Proficiency in standard Office applications, candidate must know Linux and be able to read SQL • High attention to detail and process improvement • Management of deadlines in fast-paced, high-availability environment, managing multiple priorities • Accuracy while working under pressure to tight operational deadlines • Good analytical skills with a practical approach to solve problems autonomously • Excellent organizational skills and stress resistance • Sense of priorities and deadlines • Good oral and written communication skills • Team player who can interact with all different levels and functions within the organization to resolve problems effectively and efficiently Special Requirements • Service operations background in a technical capacity • ITIL Foundation Certification • This position will be working nights to support our 2nd shifts; hours to be determined but may be 9pm – 6am so that it spans a shift change. Working Conditions . Normal office environment (desks, PC, cubicles, etc.) . May be required to work outside of regularly scheduled shift (which may be a night shift) to meet deadlines . Stressful conditions may be experienced due to peak volumes, seasonal influences and/or deadlines . Open environment, constant interruptions, high noise level, broken concentration etc

ACS is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender/sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, or any other group protected by Federal or State law or local ordinance.  People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodation(s) by calling 866-419-2226 or by sending an e-mail to accommodations@acs-inc.com .